Sap Service Disruption Management

Sap Service Disruption Management - Detalhes da Vaga. ● This individual will ensure that incidents are managed efficiently and effectively, minimizing the impact on service delivery and ensuring the highest level of customer satisfaction. ● The role requires strong SAP technical and process expertise, exceptional problem-solving skills, working on governance model with partners, and the ability to work under pressure. ●The Service Disruption Management (SDM) team responsibilities include:

• Working in incident and crisis management team, ensuring timely and effective response to major incidents and crises. ● Coordinate with various teams to resolve incidents and restore normal service operations as quickly as possible
• Act as the primary point of contact for incident escalation during shift. ● Ensure that all escalations are handled promptly and appropriately and performing on-duty responsibilities outside of working hours when necessary
• Oversee thorough root cause analysis for all critical incidents. ● Develop and implement preventive measures to avoid recurrence
• Maintain clear and effective communication with stakeholders throughout the incident lifecycle. ● Provide regular updates on incident status, impact, and resolution efforts
• Identify and drive initiatives to improve incident management processes. ● Standardize and simplify incident response procedures to enhance efficiency and effectiveness
• Define, track, and achieve key performance indicators (KPIs) and service level agreements (SLAs) related to incident/outages and crisis management
• Lead, mentor, and develop the incident management team. ● Foster a collaborative and high-performance culture within the team
• Ensure that the incident management team is well-trained and equipped with the necessary skills and knowledge to handle incidents effectively
• Work closely with partners and internal teams, to ensure a coordinated and integrated approach
• Maintain comprehensive documentation of incident management processes, incident reports, and lessons learned. ● Share knowledge and best practices with the broader organizationWhat you bring:
• 10+ years of Technical Operations in ABAP/JAVA/HANA/DB2/Performance analysis role
• Hands-on experience in one of the areas like Basis, System Performance Management, Lifecycle events (Upgrades / Updates), SAP Project Management, Support, Escalation Management. ● Knowledge of products like SAP Cloud-Connector, S4 would be an added advantage
• Practical knowledge with SAP technologies like SAP NetWeaver, Business Objects, SAP HANA and SAP Sybase Adaptive Server Enterprise (ASE)
• Experience with Managed/Hosting services or SAP Private Cloud or Public Cloud Operations/Support
• Application Security, Backup and recovery strategies, performance tuning, System Copies, export-import, high availability, and disaster recovery strategy, export-import
• Experience in Problem Management, Root cause analysis methodologies
• Bachelor''s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management
• Professional Certification of SAP BASIS, Business Object with exposure to Project Management tasks including PMP and ITIL certification
• Cloud knowledge (e. ●G. ●, experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP)
• Capacity to continuously acquire new knowledge in an independent and proactive way
• Good analytical and solution-oriented thinking
• Very good communication and networking skills
• Experience of safeguarding customer relationship
• Strong customer service focus
• Very good English language skill. Requisitos para participar do processo. ● . O que oferecemos.